1. Log in to your StayLonger account
2. Navigate to "My Bookings"
3. Select the booking you wish to cancel
4. Click "Cancel Booking"
5. Follow the prompts to confirm cancellation
6. Review the refund amount before final confirmation

You will receive a cancellation confirmation email with details about your refund.

Cancellations are based on the local time zone of the property. The cancellation cutoff time is typically 3:00 PM local time on the date specified in the cancellation policy.

Best for: Guests who need maximum flexibility.

Best for: A balance between flexibility and commitment.

Best for: Hosts who need booking certainty.

Applies to: Extended stays of 28 nights or more.

Refund amounts are calculated based on the nightly accommodation rate multiplied by the number of refundable nights according to the applicable cancellation policy.

• Guest Service Fee: Generally non-refundable unless the booking is cancelled by the host or qualifies under extenuating circumstances.
• Host Service Fee: Refunded proportionally based on the refund amount to the guest.

Cleaning fees and other one-time charges are refunded if the cancellation occurs before check-in and qualifies for a refund under the applicable cancellation policy.

• Refunds are typically processed within 5-10 business days of cancellation
• Credit card refunds may take an additional 5-7 days to appear in your account depending on your financial institution
• You will receive email confirmation once the refund has been processed

If a host cancels a confirmed booking, the following consequences may apply:

• Full Refund to Guest: The guest receives a full refund of all fees, including service fees.
• Cancellation Fee: The host may be charged a cancellation fee based on the booking value and timing.
• Calendar Blocking: The cancelled dates remain blocked on the host's calendar and cannot be re-booked.
• Impact on Rating: The cancellation may negatively affect the host's rating and search ranking.
• Account Suspension: Repeated cancellations may result in temporary or permanent account suspension.

Hosts may cancel without penalty in the following circumstances:

• Emergency repairs or safety issues that make the property uninhabitable
• Government-mandated restrictions or evacuations
• Death or serious illness in the host's immediate family
• Guest violation of Terms of Service or Community Guidelines
• Suspected fraudulent booking

Hosts must provide documentation to support claims of valid cancellation reasons.

Extenuating circumstances may include, but are not limited to:

• Serious illness, injury, or death of the guest or an immediate family member
• Government-issued travel restrictions or mandatory evacuations
• Natural disasters affecting the property or travel route
• Declared public health emergencies
• Jury duty or military deployment
• Unforeseen home emergencies (e.g., fire, flood, burglary)

To request a refund under extenuating circumstances, you must:

1. Submit your request within 14 days of the cancellation or the discovery of the event
2. Provide supporting documentation (e.g., medical certificates, death certificates, government notices, police reports)
3. Explain how the event prevents you from completing your trip

StayLonger will review your request and documentation and make a determination. Decisions are made on a case-by-case basis.

To submit a request, contact our support team at [email protected] with the subject line "Extenuating Circumstances - [Booking ID]".

1. Contact the other party through the StayLonger messaging system
2. Discuss the proposed changes
3. Submit a modification request through the platform
4. The other party must accept the modification
5. Any price differences will be calculated and charged/refunded accordingly

If you cannot agree on a modification, cancelling and rebooking may be necessary. In such cases, the original cancellation policy applies.

For extended stays (28+ days), payments may be split into multiple installments:

• Initial payment due at booking confirmation
• Subsequent payments charged on a monthly basis
• Cancellations affect future installments only (past payments are non-refundable)

Refunds are issued to the original payment method used for the booking. If the original payment method is no longer valid, alternative arrangements may be made.